The scenario.
A 10-van plumbing and heating company where jobs get booked, completed and invoiced, but customer communication around them is inconsistent. Some customers get reminders, some don't. Review requests go out manually from office staff, which means they go out on slow days and get forgotten on busy ones. Five-star Google reviews per month sit flat for a year despite genuinely happy customers.
How it's built.
- Customer journey mapMap the customer journey: booking confirmation → 24-hour reminder → on-the-way SMS → completion summary → review request at T+24h → re-engagement at T+90d.
- Zapier wiringEach transition is wired in Zapier off Jobber events. SMS via Twilio (under 160 chars, named technician, ETA window). Email via SendGrid for longer-form content like service summaries and invoices.
- On-the-way triggerA "technician on the way" trigger fires from the Jobber mobile app status change → templated SMS with a tracking link.
- Review follow-up branchA follow-up branch: if no review is left within 5 days, a softer second nudge from the technician's name, not the company's.
- 90-day re-engagementStale-customer re-engagement: Jobber tag triggers a 90-day check-in email with seasonal maintenance offer.
What makes it tick.
- Single source of truth: Jobber drives everything. No duplicate data entry.
- Technician personalisation pulled from Jobber's "assigned to" field, so SMS reads "Mike is on his way" not "Your engineer is on his way".
- Suppression rules: customers who opt out of SMS still get email; customers who go quiet on email still get SMS.
- Review channel split between Google and Trustpilot based on customer profile.
What it's designed to change.
This pattern is designed to move five-star Google reviews from around 4 per month toward roughly 14 per month within the first 60 days, by asking every customer at the right moment instead of when someone remembers. Reschedules and no-shows should fall because the on-the-way SMS makes customers more confident in the schedule, and the office team gets back about 5 hours per week of manual comms. These are design targets for the modeled scenario, not measured client results.
Tools in the build.
- Jobber API
- Zapier
- Twilio
- SendGrid
- Google My Business API
- Trustpilot